Desktop Support Technician

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

b) Interface with Senior Management, Company Board, Executives & VIP Users.

Duties include (but not limited to)

1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices

2. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

3. IMACD function including installation and decommission

4. Backing up and restoring user data, settings and associated systems administration activities

5. Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts

6. Assist on Incident and Problem management activities

7. Taking ownership of issues through to resolution on all appropriate requests

8. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

9. Move equipment associated with escalated incidents and service requests

10. Performing asset inventory activities as needed

11. Recommends and/or performs upgrades on systems to ensure longevity

12. Works with procurement staff to purchase hardware and software

13. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests

14. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.

15. Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents

16. Adhere to ticket response and resolution SLA’s as agreed upon with the customer

17. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

18 Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room

19. Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components

20. Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling

21. If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience:

• At least 7-10 years of experience in the field or in a related area required

• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)

• Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage

• Knowledge of Mobile OS like iOS, iPadOS & Android

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

• Broad experience of IT with basic understanding of Networks, Servers and Telecoms

• Strong Customer service skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivated

• Background security check required

• High School Diploma or higher degree is preferred but not a showstopper for ideal candidate

• Comp TIA A+ or Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired

• Knowledge & usage of at least one or more ITSM tools like Service Now, Fresh Service etc. will be preferred

• Ready to travel & support in a 5-10 mile Campus Radius

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to HCL policies. In addition, this role is eligible for the following benefits subject to HCL policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to View email address on click.appcast.io for investigation.